It is and should be an indictment of the employee personally only in the sense that the employee's tone and manner likely conveyed to OP that she thinks of him as a pothole or a buzzing fly: something you have to deal with, rather than someone who needs to be helped.

Not that she has any power to help him really. I would guess OP is more upset by the dehumanization in her tone, rather than the dehumanization of the system she works within.

I don't know if this is the case for this story, but some people who have pre-existing chips on their shoulder tend to interpret other people's lack of cooperation as "rudeness" or "annoyance." When someone doesn't bend over backwards to help them, that person ends up being described as "rude" when the story gets told.